Thursday, March 20, 2008

First Day of Spring

We couldn't have more perfect weather here in TN for the first day of spring! It's sunny, in the 60's, and absolutely gorgeous. So I took my car to the car wash. I had earned a free wash the last time I took it (I'm ashamed to say that was in November), so it was nice to drive away with a clean car, inside and out, for free. Granted, it's not perfect. It could have been vacuumed better and there are still some spots outside, but I'll take it considering it was covered in dirt, salt, and general filth (not to mention all my hair on the inside).

I also went to order contacts at Wal-Mart. This was not as pleasant of an experience. A big part of what I do at work involves customer service. I answer questions, I take orders, I lay on my southern accent and get really sweet with everyone... but the eye place at Wal-Mart doesn't get it. I don't rant very often, but please allow me for just a moment.

I would go somewhere else. But I don't have vision insurance and Wal-Mart has the best prices on the contacts I wear. When I went to the doctor last summer, they told me my contacts were discontinued and had me try a sample of some others one. I hated them. I did some research and found out it was a big lie that they were discontinued so I called them up on it. Turns out they were having backorders and it was just taking longer, so they were trying to get people to buy other stuff. I don't know about you, but I'm picky about the plastic I stick in my eye so I wanted to keep what I had.

So about a month ago, I find out Wal-Mart can get them again. I waited until now to go get some more mostly because my prescription expires next week and I wanted to get a whole bunch at the last possible moment and avoid having to go to the doc again for a year. I've been going since I was like 8 and have decided that every 2 years is sufficient to keep my prescription up-to-date.

I walk in today and there's one woman ahead of me who just needs a new nose pad. There were two employees, one who was helping someone else. So this man goes to work on the nose pad and then the phone rings. So he answers it and talks for close to 10 minutes! I mean, when you're helping someone who is standing right in front of you, you should take a message and call the phone person back. He finally hangs up, takes like 30 seconds to finish her glasses, and turns to me.

He looks up my contacts and tells me how the monthly ones are most cost effective than the 2-weekly ones I usually wear. I tell him how for me it's not because I buy the 2-weekly ones cheaper and wear them for a month. He starts to lecture me on how this is bad (which I begin to tune out because I know it's all just a ploy to make money... I don't were them all day every day, so I can make the 2-weekly ones last with ease) and the phone rings! He's on for a few minutes and then finally finishes up my order. We go to check out, and he says it's $99.

Now I'm not good at math, but he'd told me they were $39 a box so this didn't really make sense. Turns out he entered the monthly ones. Why am I not surprised? When he wasn't on the phone while doing my order, he was chatting with the other employee about something. So he goes to redo it and answers the phone again and chats it up with the other woman. I am not one to cause a scene or be a rude customer, but I have learned somewhere along the way that I'm not going to pay someone to treat me poorly... so I was REALLY close to asking him if he could please focus on completing my order before he did anything else since I needed to get back to work.

I know it's not a big deal, but something that should have taken 5 minutes took 20. I know people complain about customer service all the time. And here's the thing... if you work with customers, you have GOT to get it right. When you've got someone standing right in front of you, they are the priority. Not the person calling... you can ask to call them back. Not the person you work with... you can chat it up when the customers walk away. It's really a simple concept.

I suppose by choosing to go somewhere with the lowest prices that I'm also choosing to take a chance on poor customer service... but it shouldn't be that way.

All in all, it wasn't the best experience, but other than some mild irritation while I was there I certainly am not allowing it to ruin my day. I'm meeting my mom and some friends of our family for lunch in a short bit, heading to the gym for a run after work, and watching the new episode of LOST tonight. It really is a beautiful day, and I'm enjoying it!

2 comments:

Carrie @ Moneysavingmethods.com said...

Melanie,
I just got your post about CPA Storm and SS#'s...and I wanted to write you back personally, but don't have an email. Can you email me at moneysavingmethods at yahoo.com
Thanks.

Crazy Daisy said...

UGH! Sounds like you had a trying experience at walmart! I hope you were able to enjoy the rest of your day! I worked customer service almost 3 years during my undergrad. I have found it both amazing and disturbing how rude some customer service people can be.